Support Driven is excited to offer a new gift to the community of customer support professionals: the 2018 Heads of Support Survey!

This survey is an anonymous collection of data that will allow support leaders to see how similar companies are staffing and running their support departments.

The final report will allow you to see:

  • The support budgets of other companies, by size and industry
  • The staff-to-manager ratios, remote distribution, outsourcing strategies, and number of part-time and full-time team members
  • How much support departments are spending on professional development
  • The support channels each team handles
  • The turnover that each team experiences

Interviews in a published report (coming this fall!) will feature stories about how department heads plan for the future, advocate for their team, and what indicators they use to measure success.

The idea was inspired by an often-asked question in the Support Driven Slack group: how can I advocate for my agents to get them what they need?

Good leaders want to do the best they can for their teams, but they are often not the sole decision makers at their company. With good data to back up their requests, we’re hoping to help support leaders as they build the kind of teams we’d all love to work for.

Scott reached out to me (Giovanna) and asked if I would volunteer to be the Project Manager of this survey. I gladly accepted, and we started brainstorming the goals and scope of the project.

We saw that:

Support Team Leaders need to:

  • Be empowered to advocate for what they need to their superiors
  • Know what similar teams and companies are doing so they can compare
  • Have meaningful, actionable data to back up their requests

The Heads of Support Survey can:

  • Help support leaders have access to the high quality data they need
  • Provide enough context that the data is meaningful and actionable
  • Encourage others to see how they can use this data

Scott brought in partners to sponsor and contribute content to the report (Zendesk, Guru, PartnerHero, HubSpot, Freshdesk, and Help Scout). Mimi and the rest of the HubSpot research team graciously offered their expertise to ensure quality results.

We sent out a preliminary interest survey to ask support leaders what they wanted to learn from a survey like this. Based on their responses, we came up with almost 100 questions that needed answering. I sorted these into categories, and whittled them down to 25 core questions.

I recruited a working group of about 10 support leaders from this interest survey. Through a month-long collaboration in Basecamp, these 10 leaders gave us feedback on the first, second, and third drafts of the survey questions. They helped us change the wording and perspective to better match their goals and the information available to them. The fourth draft was sent to Mimi, who passed it onto the HubSpot team for final review.

Ultimately, 21 questions were chosen to be as respectful of people’s time as possible, and to make sure that the survey stayed within the scope of our goals. Privacy was a main factor that we considered every step of the way. Some finer details were omitted from the survey (such as specific locations) to protect the anonymity of the companies participating.

Participating in this survey will help you have the tools you need to make a real difference for your team. Empowered leaders mean more happy support professionals. More data available means more data-driven decisions will be made, which increases the credibility of support as a profession and an industry.

Support Driven is proud to contribute to the well-being of the support community with this collaborative project. We hope you will help us make a difference by providing us with the information we need to share a truly valuable report.

Thanks for reading; click here to take the survey! Submit your response by August 1, 2018 to be included in the report.

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